Key Descriptors: Production Troubleshooting • Integration & Data Diagnostics • Escalation Ownership
Role Snapshot: Own technical support for EPD Commerce, EMAP, HubSpot, and our internal systems, tracing API, data, and workflow issues to root causes, giving sales and support teams clear, timely answers, and turning recurring problems into documented fixes that keep merchants selling and getting paid in agentic commerce.
About the roleEasy Pay Direct is hiring a Technical Support Engineer to help keep our payment platforms and internal business systems running smoothly. You'll be the technical resource for our sales team, account executives, and customer support escalations.
Your work will range from investigating an API failure or tracing a data discrepancy to fixing a HubSpot workflow, resolving a vendor issue, or documenting how a system works. That includes EPD Commerce and EMAP, our Electronic Merchant Application Portal, which supports merchant onboarding and deal management.
You'll work closely with product, engineering, DevOps, and external vendors, bringing clear evidence and recommendations when an issue needs additional expertise.
Quick Snapshot- Location: Austin, TX (onsite). Monday through Friday, 8:00 AM to 5:00 PM CT, with occasional after-hours and weekend availability for critical incidents.
- Compensation: $80k - $100k base salary, depending on relevant experience and technical capabilities
- Reports To: CEO
- Experience Requirement: 5+ years of experience independently supporting production software, SaaS applications, or business systems.
Why This Role is Different- You own requests from investigation through resolution. You don't just log a ticket and pass it along.
- You work hands-on across SQL, APIs, logs, scripts, and approved production access to find the real cause.
- You're trusted to start diagnosis and perform approved remediation during critical incidents when engineering leadership is unavailable.
- Your fixes, documentation, and recommendations reduce future support demand, not just today's queue.
What Success Looks Like- Internal teams know where to bring technical problems and get clear, timely answers.
- Engineering receives actionable escalations with reproduction steps, business impact, and evidence.
- Recurring issues become documented fixes or improvements.
- Important requests keep moving through to resolution, and open questions get closed.
What You'll Do- Own technical support requests from investigation through resolution. Clarify the problem, assess its impact, keep requestors informed, and verify that the solution works.
- Troubleshoot applications and integrations. Use SQL, APIs, logs, browser developer tools, scripts, and approved production access to reproduce issues and identify their causes.
- Support HubSpot and internal workflows. Diagnose configuration and automation problems, implement approved changes, and coordinate development assistance when needed.
- Handle customer support escalations. Help our internal teams resolve complex merchant issues involving EPD Commerce, EMAP, and connected systems.
- Manage vendor and SaaS inquiries. Investigate integration problems, obtain missing information, and follow up on outstanding questions and commitments.
- Work proactively with development teams. Produce clear bug reports with reproduction steps, business impact, relevant evidence, and any available workaround.
- Respond to critical incidents. Independently begin diagnosis and perform approved remediation when engineering leadership is unavailable, engaging developers or DevOps as needed.
- Build useful documentation. Maintain troubleshooting guides, operational procedures, and clear explanations that help staff understand and use our systems.
- Investigate operational data. Assist with data extraction, reporting, and discrepancy analysis.
- Improve recurring processes. Identify repeated problems and recommend automation, documentation, or product changes that reduce future support demand.
What We're Looking ForRequired Qualifications- Experience independently supporting production software, SaaS applications, or business systems.
- Strong troubleshooting skills and the ability to investigate unfamiliar problems methodically.
- Practical SQL skills for querying relational databases and investigating data issues.
- Experience troubleshooting REST APIs, authentication, HTTP responses, JSON payloads, and integrations.
- Ability to write or modify scripts in a language such as Python, JavaScript, or shell.
- Experience administering CRM or business systems and troubleshooting automated workflows.
- Sound judgment when working with production access, sensitive information, and changes that affect business operations.
- Clear written and verbal communication, including the ability to explain technical findings to nontechnical colleagues.
- Strong follow-through. You keep track of open questions, pursue answers, and close the loop.
Strongly Preferred- HubSpot administration, workflows, integrations, or reporting.
- Payments, merchant services, fintech, or e-commerce systems.
- Application logging, monitoring, and incident response.
- Working with distributed development teams and third-party vendors.
- Creating internal knowledge bases or automating repetitive support tasks.
Benefits- Health Insurance
- 401(k) with Company Match
- Paid Time Off (PTO)
- East Austin Office with On-Site Shower, Steps Away from Restaurants & Coffee Shops
- Fully Stocked Office Kitchen and Snacks
- Frequent Company Outings & Happy Hours
Ready to Build What's Next?If you're energized by ownership, thrive in environments with ambiguity, and enjoy building products that solve real customer problems, and you want to help build the future of commerce, we'd love to meet you.
